Manager Customer Experience
Lead and scale a team of CX Specialists into a 24/7 global operation. Hire, coach, and equip specialists; establish coverage models, SLAs, QA, escalation paths, and performance metrics; use dashboards and light SQL to identify improvements; guide the support AI and tooling roadmap; partner with engineers to resolve recurring issues; and represent customer needs to leadership.
Responsibilities
- Build and scale a 24/7 global CX Specialist operation
- Hire, coach, and set standards for CX Specialists
- Design shift and coverage models
- Identify ticket patterns and partner with engineers to resolve recurring issues
- Own the AI, automation, and self-service tooling roadmap for support
- Establish SLAs, staffing models, QA processes, escalation paths, and support metrics
- Use dashboards and light SQL to make staffing, tooling, and product decisions
- Surface product gaps and adoption signals to leadership
- Maintain high standards for customer interactions and hiring
Requirements
- 3+ years of experience in customer support, customer experience, customer success, or a similar customer-facing role
- 1–2+ years of team management experience
- Experience building or scaling a support function
- Comfort using dashboards, support tooling, SQL, AI tools, or a help center CMS
- Experience with AI and automation for support, including LLM agents, deflection, or internal tooling
- Experience building SLAs, shift and coverage models, QA frameworks, and support metrics
- Excellent written and verbal communication
- Strong prioritization, time management, and attention to detail
Benefits
- Competitive salary and equity
- Unlimited PTO
- Full health, vision, and dental coverage
- 401k match
- Equinox membership
- MacBook Pro, display, and accessories